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Form of workRequirements
Bachelor's Degree in Business Administration, Management or Finance preferred.
Minimum of five years of banking experience including card operations experience.
Minimum of two years of experience in a supervisory or leadership role.
Job Description
WesBanco's debit cards allows our customers to connect with the bank through a variety of transactions, and is a significant function of the bank. This role combines the oversight of the debit card function, risk mitigation, fraud defenses, and ultimately, supporting our clients. This is a business critical role in driving the support and experiences of our clients.
The Card Services Supervisor will collaborate with his/her direct reports, manager and colleagues to create a working environment that puts our customers first, and excels at driving customer satisfaction at all touchpoints.
CUSTOMER SERVICE SKILLS:
Willingness to provide a level of service which will clearly differentiate us from our competitors.
Ability to interact with outside customers when needed.
Ability to provide superior service to internal departments and external customers.
INTERPERSONAL SKILLS:
Professional demeanor in appearance, interpersonal relations, work ethic and attitude.
Possess clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to management, bank employees and bank customers in a collaborative and solutions oriented manner.
Ability to be collaborative with co-workers and employees.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Directs, manages and leads a staff including hiring, scheduling, preparing performance evaluations and making salary recommendations.
Designs, implements and monitors processes and procedures related to card operations and fraud. Collaborates with retail, treasury management and marketing on processes and champions changes for scalability and automation.
Ensures effective use of card applications and identify process improvement opportunities. Works with team to maintain process flow documentation for assigned systems and area of responsibility.
Ensures compliance of card operations. Ensures prompt remediation of any issues or exceptions identified.
Provides training and guidance to staff with respect to understanding, processing and managing the workload.
Manages to defined customer service level expectations.
Measures key performance indicators and manages metric reports to identify opportunities for improvement.
Oversees the daily operation of debit card operations and fraud.
Ensures that our customers, as well as colleagues in our banking centers and support areas, are supported in a timely and proper manner.
Responds to and resolves complex customer issues.
Collaborates with internal and external partners on risk mitigation and oversee the third party relationships for card operations.
OTHER REQUIREMENTS:
Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner.
Proficient with Microsoft Office including Outlook, Word, Excel, and Access. Advanced proficiency in Microsoft Excel necessary.
Ability to understand and utilize banking industry technology.
Experience in FIS applications a plus.
Able to multi-task and effectively function under stressful conditions.
Ability to work in team environment as well as independently.
Strong time management skills.
Strong organizational and prioritizing skills.
Ability to be adaptable and flexible while handling workload pressure and deadlines.
Ability to handle a variety of projects simultaneously.
Must be a team player with a positive outlook.
Ability to interact effectively across all levels of the organization, including senior management, the branch network, other departments and vendors.
Willingness to work additional hours if needed.
Willingness to respond to emergencies.
Ability to travel throughout WesBanco markets as needed.
Must occasionally lift and/or move up to 10 pounds.
Bachelor's Degree in Business Administration, Management or Finance preferred.
Minimum of five years of banking experience including card operations experience.
Minimum of two years of experience in a supervisory or leadership role.
Job Description
WesBanco's debit cards allows our customers to connect with the bank through a variety of transactions, and is a significant function of the bank. This role combines the oversight of the debit card function, risk mitigation, fraud defenses, and ultimately, supporting our clients. This is a business critical role in driving the support and experiences of our clients.
The Card Services Supervisor will collaborate with his/her direct reports, manager and colleagues to create a working environment that puts our customers first, and excels at driving customer satisfaction at all touchpoints.
CUSTOMER SERVICE SKILLS:
Willingness to provide a level of service which will clearly differentiate us from our competitors.
Ability to interact with outside customers when needed.
Ability to provide superior service to internal departments and external customers.
INTERPERSONAL SKILLS:
Professional demeanor in appearance, interpersonal relations, work ethic and attitude.
Possess clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to management, bank employees and bank customers in a collaborative and solutions oriented manner.
Ability to be collaborative with co-workers and employees.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Directs, manages and leads a staff including hiring, scheduling, preparing performance evaluations and making salary recommendations.
Designs, implements and monitors processes and procedures related to card operations and fraud. Collaborates with retail, treasury management and marketing on processes and champions changes for scalability and automation.
Ensures effective use of card applications and identify process improvement opportunities. Works with team to maintain process flow documentation for assigned systems and area of responsibility.
Ensures compliance of card operations. Ensures prompt remediation of any issues or exceptions identified.
Provides training and guidance to staff with respect to understanding, processing and managing the workload.
Manages to defined customer service level expectations.
Measures key performance indicators and manages metric reports to identify opportunities for improvement.
Oversees the daily operation of debit card operations and fraud.
Ensures that our customers, as well as colleagues in our banking centers and support areas, are supported in a timely and proper manner.
Responds to and resolves complex customer issues.
Collaborates with internal and external partners on risk mitigation and oversee the third party relationships for card operations.
OTHER REQUIREMENTS:
Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner.
Proficient with Microsoft Office including Outlook, Word, Excel, and Access. Advanced proficiency in Microsoft Excel necessary.
Ability to understand and utilize banking industry technology.
Experience in FIS applications a plus.
Able to multi-task and effectively function under stressful conditions.
Ability to work in team environment as well as independently.
Strong time management skills.
Strong organizational and prioritizing skills.
Ability to be adaptable and flexible while handling workload pressure and deadlines.
Ability to handle a variety of projects simultaneously.
Must be a team player with a positive outlook.
Ability to interact effectively across all levels of the organization, including senior management, the branch network, other departments and vendors.
Willingness to work additional hours if needed.
Willingness to respond to emergencies.
Ability to travel throughout WesBanco markets as needed.
Must occasionally lift and/or move up to 10 pounds.
